Operations Support Engineer

Job Overview 

In this role, you will be responsible for monitoring, processing data, analyzing error trends and break fixing, and other operational duties as assigned. Duties will be diversified between operational support of business-critical real-time hourly, daily and weekly reports and executive dashboards, data integrity, data availability, application support, data management and service delivery.

Responsibilities:

• Monitor all the platform components and ensure all the operations are running as expected
• Run and monitor the daily, weekly and monthly deliverables and oversees the client’s acknowledgement of data quality and accuracy.
• Perform different data management activities, including performing data analysis, ensuring data quality and ingestion.
• Troubleshoot the data issues and servers’ issues extensively, using logs and provided monitoring tools.
• Response to the phone, email or any related communication methods to resolve the operational issues as needed.
• Handle requests, issues or escalations raised by clients and follow-up ticketing processes and procedures.
• Drive the client inquiries and escalation to proper solutions that meet the business SLA's
• Work closely with the engineering team for hands-on handover and resolving issues.
• Escalate to Level 2 members with evidence of troubleshooting carried out properly.
• Work with different ticketing systems and work within the standard Incident and problem management process
• Ability to attend client and stakeholder meetings, respond to their inquiries, share status, and address any concerns raised.

Qualifications:

• 1-2 year experience in a technical support role.
• Advance knowledge of SQL and Linux-based systems.
• Ability to work 24/365 shifts is a must.
• Effective verbal and written English communication skills.
• Strong time management and organizational skills.
• Ability to manage and prioritize tasks and time efficiently.
• Self-motivated and able to take responsibility.
• Ability to mentor and conduct training sessions for other team members.
• Ability to demonstrate initiative and a proactive approach to daily tasks.
• Ability to dive deep into a problem to provide outcomes for customers.
• Bachelor's degree in Engineering or Computer Science or a similar degree.